FREQUENTLY ASKED QUESTIONS

What if I don't see my size for a shoe I want to buy online? What if I don't see my size for a shoe I want to buy online?

Please contact the store nearest you: Guelph (519) 766-1523; Orangeville (519) 942-2460; Kitchener (519) 748-9333 St. Thomas (519) 631-8484 and London (226) 289-3732

We receive new sizes constantly and sometimes what is available in store might not be reflected online. If you give us a call we can put your size aside for you and we can ship them or assist you with curbside pick up.

Can I use a Gift Card I bought in store to purchase online? Can I use a Gift Card I bought in store to purchase online?

If you have Gift card that you purchased in store that credit can only be used in our store but we now have Gift cards that you can purchase on our website that can be used to shop online. Online gift cards can only be used online. Click HERE to explore our online Gift card options. Gift cards and store credits are non-refundable and have no monetary value. They can only be redeemed for product at SHOE PER. If a purchase is made using a gift card or in store credit, and later returned, the return will go back onto a store credit.

What is your return / exchange policy? What is your return / exchange policy?

Return Policy

Returns on full-price items are accepted if received by SHOE PER within 21 calendar days of SHOE PER shipping your order.
Unfortunately, we cannot accept returns on on-sale items or gift cards.
Footwear must be unworn.
Footwear must be in the original box.
All returns must be approved in advance of shipping back to the store. Simply call the store closest to you during regular business hours at Guelph: (519) 766-1523 Orangeville: (519) 942-2460 Kitchener: (519) 748-9333 St. Thomas: (519) 631-8484 London: (226) 289-3732 to seek approval.
SHOE PER does not provide free shipping returns, nor refund original shipping costs.
We accept returns for a full refund on full-price items only, excluding any original shipping fees.
No unauthorized or COD returns will be accepted.

Exchange Policy

Exchanges are accepted if received by SHOE PER within 21 calendar days of SHOE PER shipping your order.
Unfortunately, we cannot accept exchanges on on-sale items or gift cards.
Footwear must be unworn.
Footwear must be in the original box.
All exchanges must be approved in advance of shipping back to the store. Simply call the store closest to you during regular business hours at Guelph: (519) 766-1523 Orangeville: (519) 942-2460 Kitchener: (519) 748-9333 St. Thomas: (519) 631-8484 London: (226) 289-3732 to seek approval.
SHOE PER does not provide free shipping returns, nor refund original shipping costs.
We accept exchanges for a full refund on full-price items only, excluding any original shipping fees.
No unauthorized or COD returns will be accepted.

Shipping Errors and Manufacturer Defects Policy

If a return is due to a shipping error or a manufacturer's defect, all shipping charges and return shipping will be refunded.
Please call the store at Guelph: (519) 766-1523 Orangeville: (519) 942-2460 Kitchener: (519) 748-9333 St. Thomas: (519) 631-8484 London: (226) 289-3732 to have your return approved.
No unauthorized or COD returns will be accepted.

Can I return my online purchase in store? Can I return my online purchase in store?

You are welcome to hold on to your online full-price purchase and return it to the store within 21 calendar days.

Returns must be unworn and in their original packaging / box.

Unfortunately, we cannot accept returns on on-sale items or gift cards.

Frequently asked question Frequently asked question

Share details about your shipping policies, item returns, or customer service.

Frequently asked question Frequently asked question

Share details about your shipping policies, item returns, or customer service.

What are your store hours? What are your store hours?

Find us in Guelph, Orangeville,

Kitchener, St. Thomas & London

GUELPH ORANGEVILLE & KITCHENER

Monday - Friday 9:30am - 9pm Saturday 9:30am - 6pm Sunday 10am - 6pm

ST THOMAS & LONDON

Monday - Friday 9:30am - 8pm Saturday 9:30am - 6pm Sunday 10am - 5pm

How do I become a VIP? How do I become a VIP?

We're glad you're interested! Click here to become part of the club. A confirmation message will be sent directly to the email entered. Click on the link in the email to confirm and that's it! You will receive notifications of upcoming promotions, discounts on shoe care products and lots more!

Do returns have free shipping? Do returns have free shipping?

No, you are responsible for shipping fees to return full-priced product to us, but you are welcome to bring your purchase to us in store.

Unfortunately, we cannot accept returns on on-sale items or gift cards.

I didn't receive a tracking number for my order. What is my tracking number? I didn't receive a tracking number for my order. What is my tracking number?

You are encouraged to create an account on our site that will allow you to track your order. The tracking number is sent to the email you provided. Sometimes the notification is sent to your spam / junk folder. Please check there.

Can I purchase accessories online? Can I purchase accessories online?

We currently have images of accessories you can purchase for you to view, however they are only a sample available for purchase in store. We have more products in-store from where you can choose.

Can I order product and have it shipped to other provinces in Canada other than Ontario? Can I order product and have it shipped to other provinces in Canada other than Ontario?

We now ship all across Canada!

For orders outside Ontario and Quebec, shipping options and amounts will be shown in your cart during checkout.

Orders over $125.00 before tax will be shipped free of charge for Ontario and Quebec only.

Orders under $125.00 before tax will be shipped for $15.00 for Ontario and Quebec only.

Orders purchased online may be picked up in-store or curbside at no charge.